Client Experience Consultant - Cigna Healthcare - Hybrid

Job Description

Position Summary
The Client Experience Consultant (CEC) plays a crucial role in maintaining client satisfaction and supporting the US Employer Sales Team. Key responsibilities include participating in new business case discovery and implementation calls, collaborating with cross-functional partners to manage the book of business, providing routine communications, and updating client information and benefit intent. Additionally, the CEC coordinates third-party vendors, completes product incentive forms, and works closely with the Sales Team to ensure client needs are met and potential issues are proactively addressed.

Duties and Responsibilities

- Collaborate with Sales, Service Operations, and other applicable partners to manage book of business, address issues, and identify process improvements.

- Provide routine communications on behalf of Sales, including eKits and product materials, to clients and internal teams.

- Intake requests and submit forms to appropriate partners (OS, reporting, BOR/BAFb, OLAM).

- Update Salesforce information (e.g., contacts, MLS status, PG activity, benefit summaries) for sold and renewing cases.

- Complete product incentive forms to ensure accurate and timely processing.

- Coordinate and manage set-up of third-party vendors.

- Actively participate in new and existing business discovery and implementation calls.

- Liaise with Sales to meet client needs and proactively address potential problems.

- Keep Sales informed of account status and engage in role-related workgroups, special projects, and best practice sharing initiatives.

- Own creation of BNCA (Business Notification Case Alert) and handoff to Client Implementation.

- Managing PBAB (Product Benefit & Advisory Board) on renewals.

- Provide load balancing support to ACMs if capacity allows.

- Other duties as business need dictates.

Position Requirements

- Bachelor’s degree highly preferred.

- Florida Health Insurance License is required.

- Proficient knowledge (min 3-5 years) in health care / managed care business; to include many or all the following: product knowledge, sales practices, account management and knowledge of administrative operations.

- Knowledge of Cigna funding options, benefits structure, (product suite, programs & solutions) and platforms are preferred.

- Ability to manage through systems and influence both external clients/brokers and internal matrix partners.

- Salesforce & KnowledgeXchange experience preferred.

- Strong Word, Excel, PowerPoint, SharePoint, Outlook skills.

- Ability to make quality decisions.

- Strong verbal and written communication skills.

- Solid presentation skills.

- Ability to simplify complex topics and information.

- Displays empathy & compassion.

- Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work.

- Demonstrated ability to develop strong working relationships with both external clients/brokers and matrix partners in the organization; ability to leverage matrix resources to drive deliverables.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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